You can configure the notification settings to control how, when, and where you receive messages in cases when you have access to multiple communication channels (delivery types). Specifically, you can define messaging filters (delivery preferences) that specify the channel to which a message should be delivered, and under what circumstances.

For example, you might want to create filters for messages received from customers with different Service Level Agreements (SLA), specifying to be notified through business phone and SMS channels for customers with a premium SLA and by EMAIL for customers with a nonpremium SLA.